Certified Quality Management Professional - CQMP

Attend the industry’s most comprehensive course on quality management best practices and call center quality science, and earn your professional credentials.

In this hands-on tactical course, attendees will learn how to drive continuous quality improvement in the contact center. Course content covers quality management responsibilities, from the most fundamental tasks of setting goals, designing forms, monitoring, scoring, and calibration to integrating training phases and methods, establishing coaching best practices, mentoring, managing morale, and using quality metrics. Underlying occupational and psychological call center science impacting quality will also be covered, including how customers perceive quality, how management models impact quality, and psychological drivers of employee quality behaviors and commitment to customers.

The Certified Quality Management Professional training course is ideal for managers, executives and quality and training specialists responsible for developing quality assurance processes, as well as supervisors tasked with improving the performance of individual front-line contact center professionals. Some specific roles that benefit from this course include:

Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center terminology. Course materials are in English, and attendees must possess a high level of English fluency.

The Certified Quality Management Professional (CQMP) certification is officially recognized by the RCCSP Professional Education Alliance and its members. This is an internationally-recognized certification.

Class Attendance: Participants will complete a three-day instructor-led course, where they will participate in hands-on learning and group exercises under the observation of a Certified RCCSP instructor. Upon successful completion of the course, an online login and password will be sent by email with instructions for accessing the certification exam.

Certification Exam: After the course, participants will have four weeks in which to take the online certification exam. The certification exam is comprised of 75 questions and candidates are given 90 minutes to complete the exam. Candidates must achieve at least an 80% score in order to obtain certification.

Certification Project: To be completed within 6 months of completing the course.

Participants will be given a list of project topics and will submit their topic and business case for approval within two weeks of completing the certification exam.

Topics will include items covered in the certification class such as creating and implementing:

To increase the likelihood of every participant successfully completing the certification project, a certification project review team member will be available by phone and email to provide feedback during the work project portion of the process. The Certified Quality Management Professional CQMP certification will be awarded upon approval and acceptance of the candidate's completed project. Those certified will receive a custom-engraved crystalline CQMP award and use of the CQMP moniker.

RCCSP faculty instructors have both call center management and training delivery expertise. They are certified at the “Master Trainer” level for delivery of this course and will adapt the course delivery to meet the needs of participants' varying levels of experience and differing call center environments. RCCSP's faculty includes instructors experienced in non-profit and government contact center environments, in addition to large and small for-profit environments. Instructors are located throughout the USA.

The per student registration fee for this training and certification program is $4,995 and includes:

Class begins at 9:00 AM and ends at 5:00 PM each day. Morning coffee service begins at 8:30 AM. Business casual attire is appropriate. No jeans or sneakers please.

In-house, on-site training offers the added benefits of facilitated team interaction and a confidential environment where plans, processes, and policies can be openly discussed. Minimize travel costs and eliminate travel time. For contact centers with a number of staff development professionals, on-site training can maximize your training investment.

All-inclusive pricing for an on-site course delivered at your location is determined based on a "base fee" for up to four attendees, and a per person fee for each attendee thereafter.

Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the delivery date.

The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:

Terms & Conditions

Seminar agenda and assigned instructors are subject to change.

Payment is due prior to the seminar.

Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.

On-site training scheduling and cancellation policy. On-site training fees must be paid to reserve a training date. Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.Organizations may cancel up to 21 days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the base fee.

If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials. Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.

Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.

Seminar provider is not responsible for losses due to cancellation including losses and penalties on advanced or non-refundable airfares.

In all circumstances, seminar provider's liability shall be limited to fees received.

Certified Quality Management Professional 5-day instructor-led class, includes certification exam - $4,995 On-site delivery available		RCCSP Professional Education Alliance